Returns & Cancellation
30 days right of cancellation
We offer a 30-day return policy on items that you purchased in the skatedeluxe skate shop. For all non-worn and non-damaged products that you send back to us 30 days after receipt, you will receive your money back. Upon your request, we'll apply your balance to your new order - e.g. when exchanged for another size or another item. Details on your right to cancellation can be found in our terms and conditions under "instructions on cancellation".
Are returns free of charge?
We cover the costs of returning the goods for delivery to the following areas: all EU countries, Switzerland, Liechtenstein, the United Kingdom. The return shipping of the goods is free of charge if you use the return shipping label provided by us.
You will receive the return documents after registering your return online.
For returns from all other countries, and if you do not use our label, you must cover the costs of the return shipment and any taxes and customs duties incurred. Please also check the notes on returns from non-EU countries.
How do I send something back?
- Please register the return online. Log in to your customer account. Select the order under "Orders", click on "More details" and then use the button "Make a return". Print out the documents or request a letter from us. Follow the instructions on the document and put the form together with the items in the package.
- The returned items should be new and boxed as new. Please do not remove the labels and, if possible, use the box in which the order was delivered in order to prevent damage to the product packaging. If the labels have been removed, please return them along with the items anyway.
- Cut out the return label and attach it to the parcel with adhesive tape or glue. If available, remove old labels and bar codes from the outside of the box so that the parcel is properly addressed.
- Bring the parcel to your nearest post office / pickup point and keep the receipt until we confirm by email that we've received your return. You can track the status of your parcel online with the help of the tracking number.
Go to your customer account. Select the order under "Orders", click on "More details" and then use the button "Make a return". You can print out the return documents or request a letter with them from us if you do not have the possibility to print anything.
When you register your return, you can decide what to do with your credit. You can specify whether you want a refund, a voucher or whether we should offset your credit to a new order.» Your vouchers and credit
Our goal is to process your refund as soon as possible. Upon receipt of your return, your credit will be refunded within 10 days. Refunds will be made to the original payment method your order was placed with or via bank transfer.
If you want to register a complaint about an item because of a defect, then please send us 2-3 photos via e-mail and describe the defect. Tell us exactly what is defective and how it happened so that we can process your complaint as quickly as possible. Please also state whether you would like a replacement (if available), a refund or a voucher for a new order.
We will assist you with the return of items that are the subject of a complaint.
Discount vouchers and Premium Club vouchers can’t be paid out.
If your refund cancels the discount, the voucher value will be deducted from the refunded amount.
However, if you request an exchange within the same product category (for example shoes for shoes, pants for pants) then the discount will become valid again and we will gladly grant it.
Simply write a comment about this when selecting the payment method e.g. "Exchange, please grant me the discount again since it was deducted with the return."
If your return has already been confirmed as received by us, we will process it within 10 business days. You will receive an e-mail as soon as your return has been processed.
If you do not want to send a registered return and want to keep the items, this is of course possible. You don't need to do anything else. However, for technical reasons the registered return cannot be deleted or cancelled from the system. Thanks for your understanding!
If you want to return something from a country outside of the EU, Switzerland, Liechtenstein or the United Kingdom, the return is not free of charge.
You have to cover the costs of the return shipment and any taxes and customs duties incurred. Any costs charged to us upon receipt of your return will be deducted from your refund or credit.
Please register your return online, to receive the return documents.
Also, note that there may be delays in the delivery of your return due to customs security measures. Unfortunately, we have no influence over this.